Call Center Team Lead

2 weeks ago

Atlanta, GA, United States RemX Full time
Location: Onsite, Knoxville, TN

Start: Asap

Pay: $21-$22

Responsibilities:
  • Supervise daily operations of a team of Customer Service Agents, providing guidance, coaching, and training
  • Monitor individual and team performance, delivering timely feedback and identifying growth opportunities
  • Serve as a Subject Matter Expert on company policies, procedures, and contact center operations
  • Handle escalated customer interactions with professionalism and minimal oversight
  • Identify and escalate personnel or operational concerns for timely resolution
  • Promote a collaborative and engaged team culture, even amidst shifting priorities and goals
  • Lead performance management efforts, including development planning and corrective actions
  • Enhance team product knowledge and skillsets through ongoing coaching and support
  • Perform additional duties as assigned
Qualifications:
  • Proven experience in a contact center or customer service leadership role
  • Strong coaching, mentoring, and performance management skills
  • Excellent communication and interpersonal abilities
  • Ability to thrive in a fast-paced, evolving environment
  • Proficiency in tracking and analyzing performance metrics
  • High level of integrity and commitment to team success

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